Graphic: Framework for IT Service Delivery Excellence

IT-Service-Delivery-Framework.svg

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        <dc:title>Framework for IT Service Delivery Excellence</dc:title>
        <dc:creator>Joshua Bixby</dc:creator>
        <dc:date>2026-02-11</dc:date>
        <dc:description>A layered operating model for IT service delivery organized across Strategy, Architecture, and Operations, with cross-cutting concerns and continuous improvement. Aligns with ITIL 4, TOGAF 10, COBIT 2019, and ISO/IEC 20000-1:2018.</dc:description>
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    Framework for IT Service Delivery Excellence
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    Strategy · Architecture · Operations
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    CONTINUOUS IMPROVEMENT
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    Metrics  ·  Lessons Learned  ·  Policy Revision
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  <!-- ==================== GROUP 1: STRATEGY ==================== -->
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      1. FORMALIZATION
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      Governance Layer: Official Guidance &amp; Policies
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    <text x="310" y="145" class="sub-item">• Policy Development</text>
    <text x="470" y="145" class="sub-item">• Risk Management</text>
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      2. STANDARDIZATION
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      Structural Layer: Uniform Platforms &amp; Toolsets
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    <text x="290" y="240" class="sub-item">• Reference Architectures</text>
    <text x="470" y="240" class="sub-item">• Approved Tech Stacks</text>
    <text x="650" y="240" class="sub-item">• Service Catalogues</text>

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      3. INTEGRATION
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      Interoperability Layer: System Connectivity &amp; Data Flow
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    <text x="290" y="345" class="sub-item">• API-Driven Integration</text>
    <text x="470" y="345" class="sub-item">• Data Integration</text>
    <text x="640" y="345" class="sub-item">• Identity Federation</text>

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      4. SPECIFICATION
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      Implementation Layer: Technical Design &amp; Configuration
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    <text x="290" y="440" class="sub-item">• Environment Definitions</text>
    <text x="480" y="440" class="sub-item">• Config Baselines</text>
    <text x="650" y="440" class="sub-item">• Change Control</text>

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      5. AUTOMATION
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      Execution Layer: Deployment &amp; Scaling
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    <text x="310" y="545" class="sub-item">• CI/CD Pipelines</text>
    <text x="470" y="545" class="sub-item">• Infrastructure as Code</text>
    <text x="660" y="545" class="sub-item">• Orchestration</text>

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      6. OPTIMIZATION
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      Performance Layer: Efficiency &amp; Utilization
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    <text x="300" y="640" class="sub-item">• Capacity Planning</text>
    <text x="470" y="640" class="sub-item">• FinOps / Cost Mgmt</text>
    <text x="650" y="640" class="sub-item">• Performance Benchmarks</text>

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  <!-- ==================== FRAMEWORK REFERENCE FOOTER ==================== -->
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    Aligns with: ITIL 4 Service Value System  ·  TOGAF 10  ·  COBIT 2019  ·  ISO/IEC 20000-1:2018
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